Customer Engagement Specialist

1 day ago

Pune, Maharashtra, India beBeeSuccess Full time ₹ 13,64,200 - ₹ 18,10,561

About the Role

This pivotal position drives customer engagement, enhances value, and ensures satisfaction throughout the customer lifecycle. It enables customers to achieve greater success with our company's products and services.

Key Responsibilities

  • Serve as the voice of the customer internally, managing post-sales relationships for assigned accounts.
  • Develop and execute account-specific frameworks, including governance, periodic business reviews, and internal stakeholder briefings.
  • Collaborate with internal teams to maintain comprehensive account and client profiles, enabling timely decisions impacting clients.
  • Identify blockers for success and find solutions by collaborating with clients and internal teams.
  • Utilize internal experts to optimize customer investment, measure solution value, and drive value adoption.
  • Be accountable for timely contract renewals, managing all client engagement, commercial, and operational aspects, and ensuring business retention and service continuity.
  • Provide account information and insight to support sales efforts in driving new business.
  • Coordinate activities and provide leadership for key client initiatives across teams.
  • Drive the Customer Satisfaction Survey process, inclusive of follow-ups, and close the feedback loop internally and with clients.
  • Manage sales and industry requests for references and case studies.
  • Orchestrate responses to assessment/information requests/enquiries from clients.

Requirements

  • Minimum BS or BA degree, preferably in business, finance, or computer science.
  • 3+ years of experience in software services delivery or account management.
  • Project/Program/Delivery management experience with a technical background will be an added advantage.
  • Experience with a SaaS provider/Product firm, preferably in AML/Fraud domain.
  • Solution-oriented with a growth mindset and strong sense of ownership.
  • Excellent communication skills, critical thinking, and adapting messaging effectively for stakeholders at all levels.
  • Skilled in building positive relationships with internal teams and clients, demonstrating situational awareness and proven track record of achieving results.

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